Empathetic Member & Provider Support Specialist II

Molina Healthcare; Miami (FL); On-site; USD 21,000 - 36,000; Full time

Job summary

Molina Healthcare seeks a Level II Customer Service representative to support members and providers across multiple states. You will handle inquiries via phone, chat, and email, resolve issues promptly, and document interactions accurately.

You will work within Molina hours, strive for first contact resolution, and participate in quality improvement efforts related to member/provider engagement and retention.

Qualifications

• At least 1 year of customer service, call center and/or sales experience in a fast-paced/high-volume environment.
• Customer service skills, data processing experience, and strong attention to detail.
• Ability to maintain confidentiality and comply with HIPAA.
• Effective verbal and written communication; proficient in Microsoft Office.

Responsibilities

• Provide level II support to Molina members and providers via multiple channels.
• Resolve issues, document calls across platforms, and escalate when needed.
• Demonstrate first-call resolution and empathy in interactions.
• Assist with process improvement and retention efforts for members and providers.
• Work scheduled shifts, including weekends, as needed.

Skills

Customer service

Data processing

Attention to detail

Time management

HIPAA compliance

Verbal and written communication

Microsoft Office proficiency

Tools

Microsoft Office

Microsoft Teams

Genesys

Salesforce

Pega

QNXT

CRM

Verint

CVS Caremark

Availity

Job description

Molina Healthcare seeks a Level II Customer Service representative to support members and providers across multiple states. You will handle inquiries via phone, chat, and email, resolve issues promptly, and document interactions accurately.

You will work within Molina hours, strive for first contact resolution, and participate in quality improvement efforts related to member/provider engagement and retention.